APPLY NOW »

TECH, SPECIALIST SVC SR. (HYBRID-CHARLOTTE, NC)

 

We are Compass Digital—the digital and technology arm of Compass Group North America. We build and scale digital products and technologies to exceed the expectations of our guests and clients. Backed by research, we create remarkable user experiences with increased choice and convenience. We offer end-to-end solutions, simultaneously boosting sales and guest satisfaction. 


Compass Digital was developed from within Compass Group, focusing on driving transformation and innovation in the hospitality spaces across Business & Industry, Education, and Healthcare. We power digital in the hospitality experience, ensuring that each touchpoint is optimized for guest satisfaction while leveraging data to achieve additional outcomes. 


We are fully integrated into Compass Group, proudly serving its’ various clients through scalable, cutting-edge technologies and solutions.

Job Summary:

Tier 1 Support plays a critical role in maintaining trust in Compass Digital tools by ensuring issues are resolved efficiently, documented accurately, and continuously improved. Tier 1 serves as the first point of contact for all users experiencing technical, menu or operational issues. The role focuses on issue intake, basic troubleshooting, resolution of common and well‑documented requests, and proper escalation when needed. As the frontline of Digital Care, Tier 1 ensures users receive timely, professional, and appropriate support.

Responsibilities:

Intake & Frontline Support

  • Act as the initial contact via approved intake methods.
  • Greet users professionally and collect required diagnostic information, or menu information.
  • Clearly restate issues to confirm understanding and set expectations regarding next steps and timelines.
  • Take ownership of user issues through initial assessment and resolution or escalation.

Troubleshooting & Resolution

  • Resolve common, repeatable issues using approved knowledge articles, scripts, and SOPs.
  • Perform basic diagnostics and assist with:
    • Login or access verification
    • Basic system errors
    • User how‑to guidance
    • Configuration settings
    • Menu updates
  • Ensure all activities and resolutions comply with established KPIs and governance standards.

Ticket Management & Documentation

  • Log and categorize all support requests with accuracy and consistency.
  • Prioritize tickets based on urgency and impact.
  • Fully document all actions taken, troubleshooting steps performed, and results observed.
  • Ensure escalated tickets include complete and detailed documentation.
  • Set and maintain expectations regarding next-step timelines.
  • Maintain calm, professional, and customer-focused communication at all times.

Escalation & Collaboration

  • Escalate more complex or unresolved issues to Tier 2 following established criteria.
  • Provide clear information to ensure fast and effective resolution by higher tiers.
  • Proactively surface recurring issues, trends, or process gaps to leadership.

Knowledge & Continuous Improvement

  • Use and actively contribute to the internal knowledge base to support shared understanding and consistent execution.
  • Identify gaps in documentation and take ownership of creating, updating, and maintaining knowledge articles.
  • Document learnings, recurring issues, and process improvements to prevent knowledge silos and enable faster resolution across teams.

Qualifications:

Required

  • Strong customer service and communication skills.
  • Ability to follow scripts, workflows, and defined escalation paths.
  • Basic technical knowledge of retail (POS) or healthcare patient service systems, infrastructure, and applications.
  • Ability to clearly document technical issues, resolutions, and processes for reuse by others.
  • Detail-oriented with strong problem-solving skills.

Preferred

  • Prior experience in a help desk or customer support role.
  • Familiarity with ticketing systems and standard support procedures.

Apply to Compass Group today!

Click here to Learn More about the Compass Story

 

Compass Group is an equal opportunity employer.  At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. 

 

Compass Digital maintains a drug-free workplace.

 

Applications are accepted on an ongoing basis.

 

Associates at Corporate are offered many fantastic benefits.

 

  • Medical
  • Dental
  • Vision
  • Life Insurance/ AD
  • Disability Insurance
  • Retirement Plan
  • Paid Time Off
  • Holiday Time Off (varies by site/state)
  • Associate Shopping Program
  • Health and Wellness Programs
  • Discount Marketplace
  • Identity Theft Protection
  • Pet Insurance
  • Commuter Benefits
  • Employee Assistance Program
  • Flexible Spending Accounts (FSAs)
  • Paid Parental Leave
  • Personal Leave

 

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.

https://www.compass-usa.com/wp-content/uploads/2023/08/2023_WageTransparency_CorpAndFoodbuy.pdf

Certain positions may require Florida Level 2 background screening. Details: https://info.flclearinghouse.com/ 

Req ID:  1540889

Compass Digital 

Bankston B Williams 


Job Segment: Retail Sales, Retail, Customer Service

APPLY NOW »